Senior Project Analyst — Hybrid, Governance & Strategy

Citigroup Inc.; Belfast City District; Hybrid; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Global exposure to Citi programs

Learning and development resources

Wellbeing and work-life balance

Competitive benefits

Job summary

Citigroup Inc. is seeking a Project Senior Analyst to bring seasoned project leadership and deep process knowledge to cross-functional teams. You will coordinate policies, plan controls, manage resources, and drive cost tracking and risk management across global Citi initiatives.

You will mentor teammates, liaise with stakeholders, and ensure clear communication of changes to clients. A strong background in call center environments and HR policy familiarity is valued, with a hybrid work setup

Qualifications

• 5-8 years of relevant experience.
• Strong understanding of core businesses, supporting processes and operations.
• Working knowledge of call center technologies including systems and practices.
• Knowledge of HR policies and procedures.
• Knowledge of Call Center industry.
• Previous customer service management experience within a call center setting.
• Tertiary qualifications desirable.
• Outstanding problem-solver with commitment to quality and detail.

Responsibilities

• Coordinate and disseminate information on process, policy and procedure changes to ensure project success.
• Create and maintain project plans, charters, benefits and risk logs and stakeholder plans.
• Assign and monitor project resources and commitments.
• Identify dependencies and key stakeholders in project scope definition.
• Track costs, variances and reforecast project costs as needed.
• Measure project performance against standards and SLAs.
• Develop and maintain project communications and plans.
• Create and administer project contracts with procurement; manage risk and issues.
• Facilitate transition of systems and processes to minimize business impact.
• Act as liaison between department and business areas for effective communication to clients.
• Manage and coordinate Citigroup and regional projects focusing on development and change management.
• Investigate product, policy and procedure queries from team members.
• Clarify procedures with stakeholders as required and address process gaps.
• Review processes to identify gaps and propose revisions for PM and compliance.
• Provide feedback to PM leadership on risk/business cases.

Skills

Business knowledge

Call center technologies

Customer service management

Problem solving

Attention to detail

Education

Bachelor's degree or equivalent

Job description

Citigroup Inc. is seeking a Project Senior Analyst to bring seasoned project leadership and deep process knowledge to cross-functional teams. You will coordinate policies, plan controls, manage resources, and drive cost tracking and risk management across global Citi initiatives.

You will mentor teammates, liaise with stakeholders, and ensure clear communication of changes to clients. A strong background in call center environments and HR policy familiarity is valued, with a hybrid work setup